US9680998B2 - Call center services system and method - Google Patents
Call center services system and method Download PDFInfo
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- US9680998B2 US9680998B2 US14/946,181 US201514946181A US9680998B2 US 9680998 B2 US9680998 B2 US 9680998B2 US 201514946181 A US201514946181 A US 201514946181A US 9680998 B2 US9680998 B2 US 9680998B2
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
- H04M2203/551—Call history
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
- H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
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- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
Description
Claims (12)
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US14/946,181 US9680998B2 (en) | 2004-09-22 | 2015-11-19 | Call center services system and method |
Applications Claiming Priority (5)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US61171704P | 2004-09-22 | 2004-09-22 | |
US11/141,209 US20060062376A1 (en) | 2004-09-22 | 2005-06-01 | Call center services system and method |
US13/039,141 US8744062B2 (en) | 2004-09-22 | 2011-03-02 | Call center services system and method |
US14/257,418 US9225835B2 (en) | 2004-09-22 | 2014-04-21 | Call center services system and method |
US14/946,181 US9680998B2 (en) | 2004-09-22 | 2015-11-19 | Call center services system and method |
Related Parent Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US14/257,418 Continuation US9225835B2 (en) | 2004-09-22 | 2014-04-21 | Call center services system and method |
Publications (2)
Publication Number | Publication Date |
---|---|
US20160150086A1 US20160150086A1 (en) | 2016-05-26 |
US9680998B2 true US9680998B2 (en) | 2017-06-13 |
Family
ID=36073995
Family Applications (4)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US11/141,209 Abandoned US20060062376A1 (en) | 2004-09-22 | 2005-06-01 | Call center services system and method |
US13/039,141 Expired - Fee Related US8744062B2 (en) | 2004-09-22 | 2011-03-02 | Call center services system and method |
US14/257,418 Expired - Fee Related US9225835B2 (en) | 2004-09-22 | 2014-04-21 | Call center services system and method |
US14/946,181 Expired - Fee Related US9680998B2 (en) | 2004-09-22 | 2015-11-19 | Call center services system and method |
Family Applications Before (3)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US11/141,209 Abandoned US20060062376A1 (en) | 2004-09-22 | 2005-06-01 | Call center services system and method |
US13/039,141 Expired - Fee Related US8744062B2 (en) | 2004-09-22 | 2011-03-02 | Call center services system and method |
US14/257,418 Expired - Fee Related US9225835B2 (en) | 2004-09-22 | 2014-04-21 | Call center services system and method |
Country Status (1)
Country | Link |
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US (4) | US20060062376A1 (en) |
Cited By (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US11032416B2 (en) | 2019-01-25 | 2021-06-08 | American TEL-A Systems, Inc. | Intelligent speech-enabled scripting |
Families Citing this family (122)
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US11032416B2 (en) | 2019-01-25 | 2021-06-08 | American TEL-A Systems, Inc. | Intelligent speech-enabled scripting |
US11750740B2 (en) | 2019-01-25 | 2023-09-05 | American Tel-A-Systems, Inc. | Intelligent speech-enabled scripting |
Also Published As
Publication number | Publication date |
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US9225835B2 (en) | 2015-12-29 |
US20140226807A1 (en) | 2014-08-14 |
US20060062376A1 (en) | 2006-03-23 |
US20160150086A1 (en) | 2016-05-26 |
US20110150206A1 (en) | 2011-06-23 |
US8744062B2 (en) | 2014-06-03 |
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